servicenow SMTP relay and notifications

[Tony Minhas]

Hi. Just wondering if anyone has come across this scenario and have any suggestions.

1) we are using servicenow SMTP service (instance.service-now.com). The From address is the instance@service-now.com

2) Our integration partner configured our notifications with  From and reply to based on our company mail domain to ensure users are receiving mail from a known domain and replying to a known mailbox as opposed to service-now.com

We have seen our gmail users receive these notifications  with a question mark as the sender. Support indicates that we should configure spf records to fix this issue. However our internal mail teams do not want to do that as a security issue.

If you have had this issue, what were your work arounds or perhaps if anyone has any suggestions on what other configurations options are possible.

Note: Our mail team suggested configuring service-now with envelope sender but that does not appear to be configurable in Servicenow from what we have looked at.

thanks

[DirkRedeker]

HI

If you change the "sender" address to be your company SMTP Domain, you actually do try to spoof.

No way round.

If your users answers to that email, it will not be sent to your ServiceNow instance.

How did you solve this?

I am facing a similar situation, and up to now, I did not find any clear solution on this.

If you find a way, please let me know.

Good luck! BR

Dirk

[Tony Minhas]

Thanks Dirk,

Since our users send mail to corporate help accounts (help, av, dmp) we have configured servicenow to imap to those mailboxes to retrieve messages. Email flows are then setup to process updates or create new incidents.   Our goal was to try to make communications appear as if they were to and from those specific mailboxes. 

Tony